ShipMonk
Overview
ShipMonk isn't just a 3PL; we are a growth partner for merchants. We provide cutting‑edge technology and a network of owned and operated fulfillment centers that empower high‑growth ecommerce and DTC brands to stress less and grow more. With over 2,500 employees across five countries, we are on a mission to revolutionize fulfillment by providing everything from the fastest click‑to‑delivery and real‑time inventory to custom solutions—all with a merchant‑first mindset.
Why ShipMonk?
We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.
Global Fulfillment Network:
Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
Proprietary Technology:
We’ve eliminated the need for tribal knowledge with our AI‑powered platform. It provides a real‑time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
Unrivaled Support:
We provide hands‑on, “mom and pop” support with a global reach. Our dedicated teams are on site at every fulfillment center, ready to jump into action.
Transparent Pricing:
We believe in honest, long‑term partnerships. Our all‑inclusive pricing means predictable costs, with no hidden fees or surprises.
Committed to the Future:
We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.
Our Core Values
Merchant‑first:
We handle the logistics so our merchants can focus on what they do best—growing their business.
Own it:
We take ownership of our work, our mistakes, and our successes.
People make ShipMonk:
We believe in our team and invest in our people.
Change the score:
We challenge the status quo, constantly innovating and improving.
Get sh*t done:
We’re a fast‑paced, high‑growth company that values action and results.
Role Overview As a Sr. Onboarding Specialist, you serve as the face and voice of the ShipMonk brand during implementations as clients transition their fulfillment to ShipMonk. You have the opportunity to make a meaningful difference in the lives of our clients, delivering premium value that exceeds merchant needs. Your goal is to ensure clients know how to use our systems and achieve success, working closely with the warehouse team, developers, and internal stakeholders.
Key Responsibilities
Act as the primary point of contact for 20+ new clients, handling client queries about the ShipMonk implementation process as each new client navigates the Onboarding Journey.
Onboard our mid‑market and enterprise clients, providing solutions for complex business and technical requirements and bringing forth best business practices.
Be seen as a trusted advisor both internally and externally.
Lead new clients through the initial stages of using ShipMonk’s products and services, ensuring they understand its features and benefits. Troubleshoot issues early on in the partnership to course‑correct.
Understand each client’s business needs and try to align the product implementation accordingly by providing solutions and communicating clear expectations so they are well‑prepared to go live.
Demonstrate ShipMonk’s software and system features and troubleshooting through emails, phone calls, and video meetings to ensure comprehension.
Host live daily webinars to train clients on each Onboarding Journey milestone using a prepared slideshow while demonstrating the ShipMonk application.
Successfully transition clients from Onboarding to Client Support, setting them up for growth, long‑term success, and retention.
Partner and interact with other ShipMonk areas of business—Sales, Warehouse Operations, Launch Operations, Development, Pricing, QA, and Client Support—to resolve client Onboarding challenges.
Collaborate with department leadership and training to create and update customer‑facing education materials to ensure client adoption of ShipMonk tools and processes.
Recommend improvements to the Sales, Client Support, and Operations processes to continuously enhance the overall customer onboarding experience. Advocate for clients by capturing and sharing feedback.
Occasionally visit the warehouse and partner with Warehouse Operations to assist with resolving client issues and host Warehouse Tours.
Maintain and achieve various inter‑department KPIs and metrics.
Skills & Qualifications
Leadership:
Leadership experience with 2 or more associates.
Project Management:
Organized and capable of multi‑tasking, conducting proactive follow‑ups.
Analytical:
Ability to gather and analyze data, understand trends & patterns, and make decisions.
Client Relationships:
Establish and maintain strong client relationships through strong communication, negotiation, and conflict resolution.
Training:
Methodical education of clients to ensure adoption and success.
Critical Thinking:
Use logic and reasoning to identify strengths and weaknesses of alternative solutions.
Communication:
Comfortable speaking to large groups and preparing written communications; outgoing and energetic personality.
Attention to Detail:
Thorough, organized, active, and productive; able to manage multiple projects concurrently.
Collaborative:
Comfortable sharing ideas with other team members.
Active Listening:
Give full attention to what others are saying, understanding and respecting points made.
Resilient:
Never give up and keep iterating until a problem is solved.
Team Player:
Believes their team’s success is their success and shares responsibility for team difficulties.
Technical Proficiency:
Proficient with Google Suite, familiar with MacBook Macs, comfortable with public speaking and video calls, bilingual English/Spanish (pluses), tech‑savvy, analytical and creative.
Requirements
2+ years of experience in B2B or technology industry.
Hands‑on experience selling, demonstrating, implementing, or supporting software.
Experience collaborating cross‑departmentally to deliver comprehensive solutions.
Experience in fulfillment or third‑party logistics is a plus.
Leadership Experience
Proficient with Google Suite Apps; Sheets, Docs, Slides, Calendar, and Meet.
Familiarity with MacBook computers and operating systems.
Comfortable with public speaking, talking to clients on the phone and video calls.
Bilingual English/Spanish, able to speak and write English and Spanish fluently (plus).
Tech‑savvy with the ability to quickly learn new product features and explain to others.
Analytical and creative in finding solutions for customers.
Equal Opportunity ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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Why ShipMonk?
We believe in building for the long term, and our success is powered by five key differentiators that help us become true partners to our merchants.
Global Fulfillment Network:
Our 12+ owned and operated fulfillment centers span the US, Canada, Mexico, the U.K., and Mainland Europe. We never outsource, ensuring quality and consistency.
Proprietary Technology:
We’ve eliminated the need for tribal knowledge with our AI‑powered platform. It provides a real‑time, unified view of inventory and orders, giving our merchants the control and visibility they need to succeed.
Unrivaled Support:
We provide hands‑on, “mom and pop” support with a global reach. Our dedicated teams are on site at every fulfillment center, ready to jump into action.
Transparent Pricing:
We believe in honest, long‑term partnerships. Our all‑inclusive pricing means predictable costs, with no hidden fees or surprises.
Committed to the Future:
We invest over $10 million annually in research and development to ensure our technology and services continually evolve, helping merchants plant roots with a partner who is here to stay.
Our Core Values
Merchant‑first:
We handle the logistics so our merchants can focus on what they do best—growing their business.
Own it:
We take ownership of our work, our mistakes, and our successes.
People make ShipMonk:
We believe in our team and invest in our people.
Change the score:
We challenge the status quo, constantly innovating and improving.
Get sh*t done:
We’re a fast‑paced, high‑growth company that values action and results.
Role Overview As a Sr. Onboarding Specialist, you serve as the face and voice of the ShipMonk brand during implementations as clients transition their fulfillment to ShipMonk. You have the opportunity to make a meaningful difference in the lives of our clients, delivering premium value that exceeds merchant needs. Your goal is to ensure clients know how to use our systems and achieve success, working closely with the warehouse team, developers, and internal stakeholders.
Key Responsibilities
Act as the primary point of contact for 20+ new clients, handling client queries about the ShipMonk implementation process as each new client navigates the Onboarding Journey.
Onboard our mid‑market and enterprise clients, providing solutions for complex business and technical requirements and bringing forth best business practices.
Be seen as a trusted advisor both internally and externally.
Lead new clients through the initial stages of using ShipMonk’s products and services, ensuring they understand its features and benefits. Troubleshoot issues early on in the partnership to course‑correct.
Understand each client’s business needs and try to align the product implementation accordingly by providing solutions and communicating clear expectations so they are well‑prepared to go live.
Demonstrate ShipMonk’s software and system features and troubleshooting through emails, phone calls, and video meetings to ensure comprehension.
Host live daily webinars to train clients on each Onboarding Journey milestone using a prepared slideshow while demonstrating the ShipMonk application.
Successfully transition clients from Onboarding to Client Support, setting them up for growth, long‑term success, and retention.
Partner and interact with other ShipMonk areas of business—Sales, Warehouse Operations, Launch Operations, Development, Pricing, QA, and Client Support—to resolve client Onboarding challenges.
Collaborate with department leadership and training to create and update customer‑facing education materials to ensure client adoption of ShipMonk tools and processes.
Recommend improvements to the Sales, Client Support, and Operations processes to continuously enhance the overall customer onboarding experience. Advocate for clients by capturing and sharing feedback.
Occasionally visit the warehouse and partner with Warehouse Operations to assist with resolving client issues and host Warehouse Tours.
Maintain and achieve various inter‑department KPIs and metrics.
Skills & Qualifications
Leadership:
Leadership experience with 2 or more associates.
Project Management:
Organized and capable of multi‑tasking, conducting proactive follow‑ups.
Analytical:
Ability to gather and analyze data, understand trends & patterns, and make decisions.
Client Relationships:
Establish and maintain strong client relationships through strong communication, negotiation, and conflict resolution.
Training:
Methodical education of clients to ensure adoption and success.
Critical Thinking:
Use logic and reasoning to identify strengths and weaknesses of alternative solutions.
Communication:
Comfortable speaking to large groups and preparing written communications; outgoing and energetic personality.
Attention to Detail:
Thorough, organized, active, and productive; able to manage multiple projects concurrently.
Collaborative:
Comfortable sharing ideas with other team members.
Active Listening:
Give full attention to what others are saying, understanding and respecting points made.
Resilient:
Never give up and keep iterating until a problem is solved.
Team Player:
Believes their team’s success is their success and shares responsibility for team difficulties.
Technical Proficiency:
Proficient with Google Suite, familiar with MacBook Macs, comfortable with public speaking and video calls, bilingual English/Spanish (pluses), tech‑savvy, analytical and creative.
Requirements
2+ years of experience in B2B or technology industry.
Hands‑on experience selling, demonstrating, implementing, or supporting software.
Experience collaborating cross‑departmentally to deliver comprehensive solutions.
Experience in fulfillment or third‑party logistics is a plus.
Leadership Experience
Proficient with Google Suite Apps; Sheets, Docs, Slides, Calendar, and Meet.
Familiarity with MacBook computers and operating systems.
Comfortable with public speaking, talking to clients on the phone and video calls.
Bilingual English/Spanish, able to speak and write English and Spanish fluently (plus).
Tech‑savvy with the ability to quickly learn new product features and explain to others.
Analytical and creative in finding solutions for customers.
Equal Opportunity ShipMonk is an equal opportunity employer. We value diversity and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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